Responsible Service

ALH Group acknowledges that the sale and consumption of alcoholic beverage products and the provision of gambling products bring important responsibilities with them. ALH Group is proud of the social and entertainment experience that we provide to our customers. In delivering that experience we are committed to upholding high ethical standards for our business operations including the purchase, sale, consumption and promotion of our products and services.

These responsibilities involve a consideration of the harm that may be caused by problem gambling and/or excessive alcohol consumption upon individuals and society.

While we believe that problem gambling and excessive alcohol consumption are primarily the responsibility of an individual, our goal is to lead the industry to achieve a position of best practice and high standards of ethical behaviour to minimise the potential harm to any of our customers. ALH Group strives to be the country's most responsible operator of leisure, alcohol and gaming facilities by optimising our safety, social, ethical, economical and environmental impacts.

We achieve this by adhering to the following ethical principles

Provision of relevant induction training, support policies, procedures and information for our staff and suppliers

Access to relevant training, support and information for our staff, customers and suppliers

Provision of relevant and appropriate information about our gambling products to our customers

Our Hotel and Gaming Charter

We provide a safe, friendly environment in which all hotel customers can socialise and enjoy themselves in a good atmosphere.

We provide good value, good quality meals and family friendly dining experiences.

We believe we have a shared responsibility, along with individuals, families, communities and governments, to ensure responsible behavior.

We do not conduct promotions which encourage irresponsible drinking.

We restrict gaming room access to adults and ensure gaming rooms are screened or separated from other areas of the hotel, as to not to attract children.

We offer and promote voluntary pre-commitment – a system that helps players stick to their limit by nominating maximum spending or time limits on gaming machines.

We train our staff to be aware of behavior that may indicate gambling problems and to provide appropriate customer care. We require all ALH hotel managers and RG hosts to complete additional advanced responsible gambling training.

We partner with expert groups and specialists who can help staff and patrons deal with problem gambling, including Gamblers’ Help (Australia’s leading professional counselling service) and the Salvation Army.

We ensure that ATM machines, where approved, are provided for the convenience of all patrons in a safe, central location and not in gaming areas.

We do not serve complimentary alcohol in gaming rooms.

We support local communities in numerous ways, including working with charities to raise money through our hotels.

We conduct internal and external audits to ensure we deliver on our commitment to be Australia’s most responsible operator of hotels.

We have introduced a national Gaming Code of Conduct to ensure a consistent approach to customer engagement across the business.

Introduced 2010, Updated 2018

Environment

ALH Group is committed to implementing detailed environmental management systems to help minimise our impact on the environment. This includes reducing our emission of greenhouse gases from lighting, power and refrigeration, and minimising waste through more efficient recycling.

contact us

Head office mailing address

Level 2, 10 Yarra Street, South Yarra VIC, 3141

Phone (VIC): 03 9829 1000Phone (QLD): 07 3909 4800

our commitment

The Australian Leisure and Hospitality Group (ALH Group) acknowledges that the sale and consumption of alcoholic beverage products and the provision of gambling products bring important responsibilities with them.